Performance evaluation with fuzzy VIKOR and AHP method based on customer satisfaction in Turkish banking sector

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Emerald Group Publishing Ltd

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Purpose - Firms operating in the service sector must have a dynamic structure to be competitive in a volatile business environment. The dynamic structure brings skilled employees and talented managers together to create effective strategies for global competition. In traditional retail service companies, the majority of the staff interacts intensively with the clients and engaged in advanced facilities. The purpose of this research is to evaluate the performance results of the banks in Turkey based on the level of customer service and satisfaction within an interdisciplinary frame. Design/methodology/approach - The fuzzy VlKOR and AHP method has been applied to analyse the performance levels of Turkish banks registered in Borsa Istanbul. In order to obtain the dynamics of data, the customer satisfaction competencies have been identified as the reference points for experts. Findings - The empirical results confirm that the performance results of the banks vary based on customer satisfaction level and ownership types. The fundamental conclusion clarifies the facilities of the state-owned banks are suitable for meeting customer expectations, private bank's performance level is higher than foreign banks, foreign banks have the weakest performance results based on customer satisfaction level with a negative financial outcomes in local countries and finally, state-owned banks with their strong assets serve the customers in expected manner. Originality/value - Generating sales revenue based on effective customer services and quality improvement requires prompt response to changing competitive conditions and customer demands. Effective customer service in performance evaluation process has a strategic role in adopting competitive strategies. The originality of the study is to evaluate the performance results of the customer satisfaction using the hybrid approach under the fuzzy environment.


American Society for Cybernetics Annual Conference -- JUL 28-AUG 03, 2013 -- Bolton, ENGLAND

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AHP, Banking, Customer satisfaction, Fuzzy, VIKOR



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